Most companies fail to deliver the empathy customers want, and that failure is costing them loyalty and growth. A global ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. How often do you call a customer service hotline and feel like the agent on the other end is ...

Providing industry-leading customer experience is often dependent on your ability to provide efficient, timely and personalized service to customers during every interaction with you. Many companies ...

“Leading with the customer in mind” sounds intuitive. You’d think it would be ubiquitous. But amid the day-to-day hustle of contemporary business, leading with a true customer-first ethos—leading with ...

As AI continues to revolutionize the marketing and customer experience landscape, striking the right balance between automation and empathy is crucial. Let’s take a look at AI in customer experience ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

As a leader whose company serves other businesses, sometimes you find yourself in a tricky situation when trying to make a sale or close a deal. Your current or prospective customer doesn’t want to ...

Two key ingredients enable innovation to have a transformative impact: cultural understanding combined with a strong gut ...

Understanding how to leverage technology without losing sight of individual customer needs and experiences can differentiate a company in a crowded marketplace and ...

In a viral video, a TikToker called out customers who treat service workers with an entitled attitude, urging everyone to do time in a service industry job to build empathy. The clip starts off with a ...

At the ETBrandEquity CX + Summit 2025, leaders debated if CEOs should be Chief Experience Officers. They emphasised that ...